THOMAS A.

Technical Support Engineer
After-sales technical supportLive in United StatesNationality
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Work experience

Technical Support Engineer

SUPERMICRO COMPUTER INC.
2021.01-2025.03(4 years)
• First member and Technical Lead of a new pre-sales/internal support team tasked with answering and resolving technical questions and high-priority issues regarding high-performance server systems - Provide product recommendations based on customer specs, confirm validation statuses, and provide technical info regarding specific components or systems • Provide project oversight for various ongoing IT projects, including: project monitoring and tracking, project documentation and reports, and conducting project presentations for stakeholders and upper management • Revised technical support team SOPs leading to improved Ticket resolution times (100%), Customer response times (60%), Customer satisfaction rate (30%), and Chat success rate (50%) • Create training documents and reference guides for team members to use while supporting users • Work with Engineering team to resolve any bugs/issues with products available in Configuration tool

IT Site Technician

MARCUM LLP
2019.05-2020.02(10 months)
• Fulfilled a pivotal role as sole IT support present in Silicon Valley • Administered local domain server and firm’s Active Directory • Maintained and distributed deployment images for new and current staff

IT Consulting Assistant

SAN JOSE STATE UNIVERSITY
2017.08-2018.06(a year)
• Set up, maintained, deployed, and restored computer systems and peripherals • Facilitated technical support for faculty, students, and staff physically and remotely • Conducted video editing for various student projects

Educational experience

San Jose State University

Computer Engineering
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